Overview

eBanqo is a forward-thinking technology company specializing in customer engagement through its omni-channel digital platform. Their services allow businesses to integrate customer touchpoints such as social media chat platforms (Facebook Messenger, WhatsApp, Twitter), in-app chat, and other customer interaction channels. By enabling seamless and consistent customer engagement across multiple platforms, eBanqo helps organizations lower overheads, improve customer service, and increase user satisfaction.

The Opportunity

The company needed to maximise the productivity of their lean team by introducing standardised product management processes to help them ship better products and respond to the market faster. Some of the key needs they had identified included a better way to develop and manage products, improve team performance, boost overall productivity achieve better time to market and customer satisfaction. Despite the company’s vastly experienced technology team, the company’s leadership identified key issues that hindered their ability to scale effectively including

the absence of a structured product management framework,

miscommunication and delays due to the product and development teams often working in silos,

delays and rework in product development cycles due to gaps in product discovery,

inefficient use of resources resulting in low productivity and slow delivery,

slow and debilitating onboarding which had started extending to sales and pipeline conversion.

Naturally, without clearly defined processes and expectations, it was difficult to measure and managing performance of the product and technology teams which also impacted the company’s ability to scale as quickly as was required to keep ahead of the market.

The Solution

ProduqtEdge was well suited to work with the company’s leadership to develop a product management practice governed by well-defined processes to help the company achieve team efficiency and scalability.

We defined strategic goals and expected outcomes from the engagement.

Increase productivity by reducing process wastes leading to defects, rework and overprocessing by at least 50%

Improve discovery process and reduce onboarding timelines by at least 50%

Reduce time to market for new features

Improve standardization across products and features by improving discovery processes, documentation and templates

Improve product operations and customer success

As always, we started with an in-depth discovery phase that involved engaging and observing employees and customers to identify key pain points and opportunities for improvement. Leveraging the insights from the discovery phase, we were able to identify the gaps and root causes. A key part of the discovery process involved conducting secondary research to analyse customer personas, competitive landscape and other key aspects of the market to identify underlying issues around customer satisfaction, product adoption, and market share. This assessment helped us tailor our recommendations and execution to meet the specific needs of the organization in line with the agreed upon strategic goals.

Key outputs from engagement included :

Definition of processes (SOPs) and handshakes required for key actions such as new feature development, customer discovery, onboarding etc

Definition of documentation requirements and templates for key events such as feature specification, release documentation etc

Introduction of a product governance framework defining processes and rituals to guide the product team, manage delivery and guide performance management

We also introduced a comprehensive governance framework that provided clear guidance on how to build products that created value for eBanqo’s customers. This framework was designed to ensure that product development aligned with customer needs, while also providing the structure necessary to manage resources effectively and optimize team collaboration.

A critical component of the solution was coaching eBanqo’s product and development teams on the defined structures and processes. By focusing on continuous discovery and iterative development, the teams were able to become more efficient in delivering high-quality products that met customer expectations.

The Impact

The transformation led by ProduqtEdge had a profound impact on eBanqo’s operations. By introducing agile practices and implementing a structured product management framework, we were able to achieve a 40% increase in sprint productivity across both its product and development teams. The new governance framework provided the clarity and direction needed to build products that created tangible value for customers, resulting in higher product adoption rates and improved customer satisfaction.

eBanqo has emerged as a significant player in the customer engagement solutions sector, demonstrating impressive growth and a strong market presence. The company's remarkable revenue growth of approximately 300% year-over-year highlights the increasing demand for effective customer engagement solutions in today's digital era. Businesses are continually seeking innovative ways to connect with their customers, and eBanqo has risen to meet this challenge.

eBanqo continues to improve and grow, and with a successful raise of $1million in seed funding, the company continues to actively explore opportunities in international markets, positioning itself for continued expansion and influence in the customer engagement landscape. Their investment in streamlining internal processes to drive product leadership and improve customer success has helped them scale their operations very quickly to support the growth.